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AstroLokal is a platform connecting users with astrologers through calls, chats, and video consultations. The Quality Associate role is responsible for maintaining and improving service quality across customer-facing operations.
Key Responsibilities:
Quality Assurance: Conduct regular quality audits of astrologer calls, chats, and video sessions against defined quality parameters including greetings, active listening, communication skills, accuracy, customer handling, and SOP compliance. Identify process deviations, knowledge gaps, and recurring customer experience issues. Provide constructive feedback and coaching recommendations. Maintain quality scorecards, audit records, and performance trend reports. Share quality insights and improvement recommendations with Operations and Team Leads.
Training & Development: Manage end-to-end training lifecycle including onboarding, refresher training, and new process training. Develop and maintain training materials, SOPs, learning modules, and knowledge documentation. Conduct classroom and virtual training sessions for new and existing team members. Design assessments and certification frameworks to evaluate knowledge retention and operational readiness. Collaborate with Operations and Quality teams to deliver targeted training interventions for low performers. Update training content based on quality findings and business requirements.
Performance Improvement: Track training effectiveness through quality scores, assessment results, and operational metrics. Analyze quality trends to identify recurring issues and improvement opportunities. Partner with Operations and Team Leads to address skill gaps. Recommend corrective actions and process improvements to enhance customer satisfaction and operational efficiency. Monitor impact of training and coaching interventions on quality and performance benchmarks.
Requirements:
- Bachelor's degree in any discipline
- 3+ years of experience in Quality Assurance, Training, Learning & Development, or Customer Experience within customer support, contact centre, or BPO environment
- Hands-on experience in quality audits, call/chat monitoring, agent coaching, and training delivery
- Strong understanding of QA frameworks, customer service metrics, SOP compliance, and coaching methodologies
- Fluency in Tamil and English (reading, writing, speaking)
- Strong communication, presentation, facilitation, and analytical skills
- Proficiency in Google Sheets, Microsoft Excel, PowerPoint, and Google Workspace
- Experience creating training content, assessments, and certification programs (preferred)
- Familiarity with speech-to-text tools, CRM systems, and quality monitoring platforms (advantageous)
